Desktop Support Technician (1 DPW)

Sharp Brains; Robesonia (Berks County); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading technology support provider based in Berks County, Robesonia is seeking a Desktop Support Administrator. Key responsibilities include resolving incidents within SLA timelines, providing hardware and software support for desktops and laptops, and assisting end-users with IT issues. The ideal candidate should have a relevant technical background and experience in desktop support. This role requires excellent communication and problem-solving skills, along with a commitment to helping users and maintaining IT service quality.

Qualifications

• Experience in desktop support and incident management.
• Knowledge of hardware troubleshooting and software installation.
• Ability to provide end-user training and support.

Responsibilities

• Resolve incidents within defined SLA timelines.
• Provide hardware support for desktops, laptops, and peripherals.
• Document and manage ticket lifecycles.

Skills

Ticket lifecycle management

End-user assistance

System diagnostics

Hardware support for desktops and laptops

Collaboration technologies support

Change record implementation

Education

Relevant technical certification or degree

Tools

Windows OS

Mac OS

Printers and Scanners

Job description

• Prioritizing work based on the impact and urgency of the ticket.
• Resolution of Incidents within described SLA timelines as agreed for site support services.
• Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal
• Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge, and detailing incident resolution.
• Isolate system issues; diagnose standard software issues & and report hardware issues to respective Vendors.
• Provide end-user assistance in submitting Service Requests.
• Fulfilment of Service Requests where necessary
• Track and report the status of IMAC requests. Verify completion of IMACs
• Enable end-user/equipment Installs, Moves, and changes (IMAC) Requests.
• Install new or enhanced functions or features: hardware, software, peripherals, and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)
• Proactive and regular checks for assets installed in meeting rooms from readiness perspective.
• New end user on-boarding hardware setup.
• Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners. Mobile devices and multi-function devices.
• Fulfilment of software installations/changes that cannot be automated for remote install.
• Hardware imaging, deployment, and repair management services.
• OS and standard Software Support on desktops. (Core load, Windows 10, Windows 11, Mac OS). Installation and first-level support on business-specific applications, installing applications, and upgrades.
• When de-installing equipment, de-tag equipment, erase and dispose of data and information residing on hard drives, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of and prepare the equipment to the vital 3rd party for collection and disposal.
• Follow up with 3rd party on hardware device replacement where needed.
• Image backup of assets for terminated users.
• Assist the asset management team in sharing the IMACs for new installations, movement on floors, and carrying out physical verification activities.
• End-user training and support of key collaboration technologies.
• Implement change records based onsite activities.
• Install, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
• Safely package equipment for branches (remote office) for the transport of the equipment
• Provide User data and application recovery, which includes recovery/retrieval of data stored on local folder or computer. Ex: Outlook pst/data, Files/Folders etc.
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels utilizing clients’ processes
• Familiarize end users on basic software, hardware and peripheral device operation
• Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Works with other IT team members regarding new branch builds and upgrades
• Arranges for and/or prepares equipment for shipping/receiving
• Maintains I.T. records and tracking for area of responsibility
• On time IT hardware delivery from IT store or procurement place to office location